Front Office Receptionist
Four Seasons · Four Seasons
About Four Seasons:
Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.
At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.
About the location:
In the heart of Worli - the business hub of India’s largest city and close to the entertainment and commercial district of Lower Parel, Four Seasons Hotel Mumbai is a chic urban oasis with an intimate, boutique atmosphere. The brand's first hotel in India, Four Seasons Hotel Mumbai echoes 'Powerhouse Luxury' in the city that never sleeps. Known for unparalleled food & beverage options such as those at AER Mumbai, an award-winning rooftop bar, as well as San:Qi, a city-favourite pan-Asian restaurant with wine bar, private dining rooms, four open-style kitchens overseen by master craftsmen and an extensive menu offering Indian, Chinese, Thai and Japanese delicacies.Basic Function:
· Experienced technical position in the Front Office Department.
· Welcomes and registers hotel guests, explaining the accommodations and establishing credit or method of payment. Checks guest out of the hotel, preparing and explaining the bill. Responds to a wide variety of guest requests by accurately assessing the guest needs and requests and then adding personal recommendations and touches to achieve maximum customer satisfaction while complying with all Four Seasons’ policies.
Role and Responsibilities:
- Checks-in guest at Front Desk or provides in Room Check-in, in an efficient and friendly manner, using guest name whenever possible. Assures that guest is assigned type of room requested and the correct rate is charged. Arranges for luggage to be delivered to guest room. Issues correct keys to the guest.
- Checks out guest at end of stay. Ascertains guest satisfaction, collects keys, posts late charges and presents bill to guest. Settles bill accurately through credit card or cash transaction.
- Maintains a balanced bank/ cash float assigned by the hotel. Makes change, cashes checks, exchanges foreign currency. Reconciles all transactions at the close of each shift. Ensure all the transactions made on behalf of hotel are PCI compliant.
- Handles all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner. Interaction with guest will be in person and by phone.
- Utilizes a variety of computer systems to check guests in and out, run daily reports and select and block rooms for arriving guests.
- Complies with Four Seasons’ Category One and Category Two Work Rules and Standards of Conduct as set forth in EmPact.
- Works harmoniously and professionally with co-workers and supervisors in executing the day to day operational requirements.
- Accepts reservations, changes and cancellations in the absence of Reservations Department Staff. Can answer guest calls and direct them appropriately in the absence of a Communications Operator.
- Assumes training responsibilities when required; demonstrates a high degree of standards awareness; promotes teamwork and acts as role model.
- Attends all scheduled training sessions
- Actively offers operational, employee and customer (internal and external) related feedback to management
- Displays warmth, care and genuine enthusiasm when dealing with guests and internal customers; lives the Golden Rule
- Coordinates and performs guest arrival, departure and cashiering tasks in accordance with hotel standards; Provides genuine hospitality and recognition in the work area; adheres to hotel credit policies and procedures.
- Is completely aware of the hotels upsell program and strives towards achieving the companies upsell goal.
- Has a thorough understanding of and actively uses available resources, including databases and personal contacts; Provides individual assistance and accurate information in an effective and timely manner; offers a special touch when an opportunity is presented
- Anticipates guest needs and takes ownership of guest concerns and requests; acts decisively to ensure guest satisfaction; reports all glitches to Assistant Manager for further follow up
- Possesses a high degree of product knowledge and relevant technical skills; intuitively recommends and effectively upsells room types and hotel facilities in a sensitive and personalized manner
- Handles unexpected situations and emergencies in a composed and intelligent manner and in accordance with hotel policies and procedures.
- Is highly sensitive to guest’s preferences and special requests; offers meaningful alternatives when special requests cannot be met.
1.) Assists with responsibilities and duties in the absence of or due to heavy volume in the areas of the Concierge, Bell Staff, Business Center, and lobby coverage.
2.) Provides basic trouble-shooting support for in-room services such as Internet, TV movies, games, and Web service.
3.) Works closely with Bell Staff to ensure smooth handling of guest luggage, deliveries and special requests
Education: Technical education in Hospitality management is preferred
Experience: 1 - 2 years of relevant experience in 5 star hotels or resorts
Skills and Abilities:
• Possesses excellent English, math and psychometric abilities
• Possesses finesse and personal flair; knowledge in a relevant foreign language is preferred
• Possesses aptitude and upward mobility